Operations Manager

Ripley Entertainment•St. Augustine, FL

11d

About The Position

The Operations Manager leads the attraction’s day-to-day operations and works to ensure an exceptional guest experience, operational excellence, safety compliance, facility presentation, revenue growth, and team development. This hands-on role oversees admissions, retail, attractions, cash handling, maintenance, custodial standards, safety, staffing, training, and facility management. The Operations Manager adapts to the daily needs of the business while maintaining company standards, achieving operational goals, and fostering a positive team culture. The role includes leading and developing operational staff, taking part in frontline work, maintaining the attraction and its exhibits, coordinating maintenance and troubleshooting, and overseeing safety, cash control, inventory, and business metrics. The Operations Manager partners with General Management on attendance, revenue, efficiency, and profitability; supports marketing, events, and group visits; and acts as Manager on Duty when the General Manager is absent. The position also responds to emergencies, guest concerns, facility issues, and other operational challenges.

Requirements

Strong leadership, communication, coaching, and problem-solving skills.
Ability to manage multiple priorities in a fast-paced, guest-focused environment.
Knowledge of operations management, guest service, retail operations, cash handling, safety programs, and facility maintenance.
Proficiency with POS systems, Microsoft Office, scheduling software, and basic technology troubleshooting.
Ability to work independently while collaborating with corporate and property leadership.
Ability to lift up to 50 pounds and perform physical tasks associated with attraction operations.
Availability to work flexible hours, including evenings, weekends, holidays, special events, and emergency situations.

Responsibilities

Deliver an exceptional guest experience through active floor presence, guest interaction, problem resolution, and employee coaching.
Recruit, train, coach, develop, schedule, and hold operational staff accountable.
Participate hands-on in admissions, retail sales, guest service, exhibit operations, crowd management, and attraction monitoring.
Maintain attraction presentation, cleanliness, show quality, visual merchandising, exhibit functionality, and overall facility appearance.
Oversee and perform facility maintenance, preventive maintenance, custodial duties, and basic repairs; coordinate with vendors, contractors, service providers, and corporate support teams as needed.
Troubleshoot operational, mechanical, audiovisual, network, POS, and IT-related issues to minimize downtime.
Ensure compliance with company policies, operational procedures, safety standards, risk management programs, and regulatory requirements.
Conduct safety inspections, incident investigations, operational audits, and emergency preparedness exercises.
Manage daily cash controls, including safe counts, deposits, reconciliations, audits, inventory controls, fraud prevention, and financial accountability.
Monitor attendance, revenue, retail performance, labor utilization, guest satisfaction scores, online reviews, and operational expenses.
Partner with General Management to identify opportunities to increase attendance, revenue, retail sales, operational efficiency, and profitability.
Assist with inventory management, ordering, receiving, stock control, and retail merchandising.
Support marketing initiatives, special events, group visits, community outreach, and promotional activities.
Maintain staffing levels through workforce planning, scheduling, recruiting, onboarding, and succession planning.
Document employee performance, corrective actions, operational incidents, maintenance issues, and business activities in accordance with company policies.
Build positive working relationships with guests, team members, vendors, contractors, local partners, and corporate leadership.
Participate in company meetings, conference calls, training sessions, safety committees, audits, and professional development opportunities.
Act as Manager on Duty and assume responsibility for attraction operations when the General Manager is absent.
Respond effectively to emergencies, guest concerns, facility issues, and unexpected operational challenges while maintaining professionalism and operational continuity.
Perform other duties as assigned to support the attraction, team, and company.